Analysis of Forming Variable Consumer Satisfaction In RetailHypermarkets in Depok

Raudhah Maria Ulfah

Abstract

Economic growth in Indonesia to experiencegrowth and progress quite rapidly. Retail sector and shop-ping centers showed signicant growth and positive con-tribution in the economic recovery of Indonesia. Retail-ers compete in gaining sympathy among consumers by im-proving the service to achieve customer satisfaction. Thepurpose of this study was to identify the variables formingcustomer satisfaction in retail hypermarkets in Depok andwant to know how much the relationship between variablesforming customer satisfaction in retail hypermarkets in De-pok. The study lasted from May to August 2008. The dataused in this study is the primary data by the number of 100respondents. The experiment was conducted at Hypermart,Giant and Carrefour Depok city as the object of research.The data have been obtained is processed by using the TestValidity, Reliability Testing, Correlation Analysis and Fac-tor Analysis, with analysis tools SPSS version 11.0 Aftertesting, it can be concluded that the ve variables formingcustomer satisfaction in retail hypermarkets in Depok ap-propriate level of sequence covering the variable responsive-ness, assurance variables, variables of empathy, reliabilityvariables, and the latter is the variable of physical evidence.